Pay Type: $16 – $20 per hour
Posting Date: December 23, 2022
Location: Virtual / Work from home in Tennessee, Alabama, Georgia, or Kentucky (Basically within reasonable driving distance of Nashville and Chattanooga, Tennessee)
Who You Are
Your friends describe you as a “go-getter”. You are a forward thinker who likes to embrace new technologies and find creative, efficient solutions. You generally take life by the horns but understand that you are not always the smartest person in the room. You enjoy working with people, you’re collaborative, humble, and willing to ask questions and provide answers. You get that to succeed, everyone must succeed, and our customers come first.
Who We Are
As outdoor enthusiasts, camping is an essential part of our recreation with friends and family. However, we realized that booking a campsite wasn’t nearly as easy as booking a hotel stay. Why couldn’t it be that easy to reserve time in nature? So in 2006, we set out on a new adventure—make a simple and intuitive way to book a campsite on the interweb. Since then, we’ve become one of the fastest-growing (adding new customers all the time), industry-leading, cloud-based campground management, and online reservation software companies.
We’re an intentionally small team based in Mount Juliet, TN and we take our time finding the right people who believe in our mission. For us, this is not just a job—it’s our passion! We take pride in our work and “own our own stuff”. We work hard to be proactive and solve problems. But most importantly, we get what good customer service looks and feels like and want to be the best! We either add value to the market by making campground management and reservations easy, or we find something else to do. To quote the great Yoda, “Do or Do Not. There is no try!”
What You’ll Do
Besides making incredible software that helps park operators live their BEST lives, we strive to create dependable relationships with our customers and each other.
As an Onboarding Coordinator, you’ll be our customer’s first point of contact—that welcoming voice that lets them know we’re glad they are here. You’ll provide first-class implementation support that will give our customers a seamless transition and adoption of our software. You’ll serve as the park’s personal coach, entering their park data and guiding customers to the most efficient and effective implementation solutions that best meet their needs.
You’ll be vital in the detailed creation of their campground on our software. Creating park sites, defining campground rates and rental rules, configuring the park’s accounting and credit card processing systems, and coordinating the import of guest and reservation data from pre-existing systems are just a few ways you’ll be setting them up for success. You’d also enjoy providing proactive training and support for customers before they even know they need it!
Necessary Qualifications for the Job
High school diploma or equivalent
2+ years of customer service experience
Working knowledge of computer systems, software and applications, and the Internet in general
Working knowledge of Excel and other Office 365 products
Knowledge of or background in accounting preferred
Excellent customer service, time management, and interpersonal skills
The flexibility to travel from time-to-time to attend CampLife meetings and events at various locations around the country
A private, quiet workspace
High-speed internet service
Fitting into the Culture
Customer Focus
Set clear expectations with new customers and deliver on those expectations.
Create dependable relationships with customers.
Willingness to understand customer challenges and dedication to creatively solving them.
Humility
Demonstrates a fundamental respect for others.
Willing to share and learn together.
Teamwork
Interest in building and maintaining a strong rapport with team members.
Communication
Ability to listen, speak, write, and communicate well in English.
Comfortable thinking, talking, and typing all at once.
Problem Solving
Listen carefully to understand questions and concerns.
Diagnose and quickly find resolutions to problems.
Technical Knowledge
Well-organized and pays attention to detail.
Genuine interest in learning about computer programs and software applications.
Comfortable explaining and teaching computer-related tasks to non-technical individuals.
Drive for Results
Ability to quickly gather pertinent details and learn on the job.
Take initiative to complete work independently.
Capable of working on multiple tasks simultaneously.
Conduct and coordinate park implementations to meet targeted go-live dates.
Day-to-day Work Expectations
Develop and Manage Go-Live Plans for New Parks
Develop detailed project plans for new customers as assigned. Identify all key steps, deliverables, and milestones in collaboration with the Team Lead and other CampLife teams.
Establish sound working relationships with assigned parks. Set clear expectations and deliverables with park representatives and communicate this information to participating CampLife team members.
Track project progress and provide regular updates to the Onboarding Team Lead and CampLife leadership.
Coordinate and Conduct Go-Live Preparation for New Parks
Gather all necessary data to setup new parks within Hub. Listen to customers to guide the customer to implementation solutions that best meet their needs.
Provide the most efficient, effective solutions possible within CampLife environment that minimizes the level of work needed to work within the system by the customer.
Conduct detailed work to set up new parks in CampLife systems in collaboration with customers and team members, including:
creating park sites and coordinating the development of park maps
defining campground rates and rental rules/procedures
customize park branding
configuring park accounting and credit card processing
coordinate the import of guest and reservation data from pre-existing systems
Test deployments to ensure customer requirements have been met. Ensure that all imported data is accurate and functional, when applicable.
Train customers on CampLife systems throughout the onboarding process. Host formal training as requested by customers.
Complete New Park Go-Live
Demonstrate final system functionality. Finalize and approve go-live with customers.
Deploy parks on target go-live dates. Troubleshoot issues identified by customers and campers during the go-live process. Reach out to appropriate teams for assistance as needed.
Complete project materials and provide appropriate systems documentation to the customer. Encourage customers to obtain further training to address any remaining knowledge gaps.
Coordinate a smooth hand-off of completed projects to the Customer Success team.
Process Improvement
Collaborate with the Onboarding Team Lead to help improve the onboarding experience.
Suggest and make improvements in a streamlined and documented way.
Work with team members to build efficiency into the various parts of the onboarding process.